Customer Service Representative
About The Position
The Customer Experience Representative serves as the first point of contact for clients seeking assistance with the company’s services. This role is responsible for managing inquiries across multiple channels, maintaining accurate client records, and ensuring a high level of client satisfaction through professional and timely support. The ideal candidate will have strong customer service experience triaging calls of various types and on a complexity of issues with a respectful and sympathetic tone. They will be able to document client calls, forward them, and follow up with clients in a proactive manner.
Requirements
- At least 1 year experience as a receptionist in a US-based company
- Prior experience in customer service and/or calling roles
- Strong English and Spanish communication skills (verbal and written)
- Experience handling inbound and outbound calls
- Familiarity with logging calls and categorizing interactions
- Proficiency in Microsoft Office and Google Workspace
- Ability to multitask and manage multiple client interactions simultaneously
- Strong problem-solving and interpersonal skills
- Ability to work proactively and independently
Nice To Haves
- Previous experience as a customer service representative
- Fluency in English and Spanish
- Familiarity with INSZoom or Docketwise
Responsibilities
- Ensure a positive, professional, and efficient client service experience
- Manage client inquiries via phone, email, chat, SMS, and social media
- Handle inbound and outbound calls; log and classify calls (e.g., transfer, inquiry, follow-up)
- Address client concerns and escalate complex issues to the appropriate department
- Provide accurate information about services and general assistance
- Proactively follow up with clients on ongoing cases or requests
- Maintain and update client records and documentation
- Identify potential service issues and initiate proactive solutions
- Stay updated on company policies, procedures, and service trends
- Recommend improvements based on client feedback
- Perform administrative or support tasks during low call volume (e.g., contacting attorneys regarding cases)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
